Updated 12-2-24
The Swell Score is all about the doing the best for our customer’s health and happiness.
By making a purchase on our website, you agree to contact our support at info@theswellscore.com within 14 days of your purchase to resolve any issue you might have according to our return policy below.
EXCLUDED ITEMS: There are a few items excluded from being returned unless the product is defective or damaged in transit. These include all mixed brand bundles and boxes, all RiseWell and Dr Jen products, make-up, skincare and food items.
We will update you as soon as your request has been processed or contact you by email if any additional information is required to process your request. In certain situations, descriptions and/or photos may be required.
- Note that any request for a refund or replacement may be subject to review by our Customer Service team; completing the submission process is not a guarantee that it will be approved.
- Replacements for damaged items are subject to availability and will be shipped at no additional cost.
- Refunds for non-defective, non-damaged items are issued to your original payment method for the purchase price of the item less a 10% restocking fee (restocking fee is applied to retail price of item, not sale price). If any promo codes were applied to the order or if the item was purchased on sale, you’ll be refunded the amount that you paid after any applied discounts. Please allow 5-7 business days for the refund to reflect in your account, depending on your financial institution.
- For products that are not damaged, but returned, buyer is also responsible for return shipping fees on eligible returned items.
- To be eligible for refund or replacement, the request must be made within 14 days of purchase.
Please contact us to obtain a Return Authorization Number. Please note: if you do not receive a Return Authorization Number and/or return a product to the wrong address, you will not be eligible to receive a refund.
Membership refunds and cancellations
Memberships are non-refundable. Emails are sent prior to renewal date so you can cancel if you no longer want to renew.
What if an item is missing, or if I received the incorrect item?
Missing item:
If your order is missing an item, it may have shipped separately from a different fulfillment center and arrive in a different box at a later date.
If all boxes for your order have been delivered and an item listed in the enclosed packing slip is missing from your order, you can request a refund or replacement by emailing us at info@theswellscore.com.
Incorrect item:
If you received an incorrect item in your order, please contact us at info@theswellscore.com. If the product you received is similar to the product pictured online, you may have received an updated version of the product with a new label and/or similar name. We may request pictures of the product you received to help in the processing of your refund or replacement request.
How do I cancel or modify an order?
We do not have a way to cancel or modify orders at this time as they processed immediately by our warehouse and our partners. If you refuse a package or return an item that you wanted to cancel, you will be refunded less a 15% restocking fee. You will be responsible for return shipping fees and need an authorization from our customer service department that can be obtained by emailing info@theswellscore.com.
What if I entered the incorrect shipping address?
All packages will be delivered to the address entered at the time of the order. You are responsible to verify the address in the confirmation email and let our staff know should there be any changes before the item is shipped. No reship or refund is available for orders with the wrong shipping address entered. Please e-mail us with your order number from the e-mail you used to place your order and provide the correct shipping address as soon as possible. We will let you know if we are able to update the shipping address prior to delivery.
You are responsible for ensuring the information in your order is correct; we cannot offer refunds or replacements on orders for which the incorrect shipping address was entered at checkout once the item has shipped.
No guarantee of shipping arrival date
We are unable to guarantee delivery by any date because of the possible delay by our logistic partners. We will not provide any refund while the package is still in transit. If you refused delivery, no refund will be given. If you refused delivery, and product is returned unopened and in original condition, you will pay return shipping and restocking fee of 15%. If you file a chargeback or dispute with the payment provider, you admit to direct breach of contract on your side and agree to pay for any damages to our company.
Failed attempt / Return to sender / Pick-up
All packages will be delivered to the address entered on the order. You are responsible to receive the package when it is delivered or pick up the package from the post office. No reship or refund is available if the package is returned to sender due to failed attempt to deliver or package is not picked up from the post office in a timely manner.
What if an item is canceled from my order?
Occasionally, item(s) or orders may be canceled by us for various reasons, including (but not limited to):
- Item(s) out of stock and unavailable for shipment
- Issues in processing your payment information
If your order or item(s) in your order are canceled, we’ll send an email notification listing the reason for cancellation. You will not be charged for any canceled items that are not shipped.
Cold packs and heat-sensitive items
Certain items, including select probiotic supplements, are refrigerated in our warehouse to ensure quality and are shipped with a cold pack. Although the cold pack will thaw during shipping and may not be cold when it arrives, it helps maintain a cooler temperature during transit.
Items that are shipped with a cold pack or are otherwise heat sensitive include specific messaging and instructions on product pages, in the shopping cart and at checkout. Please watch for delivery notifications for these items so that they do not sit out in the heat and are brought inside as quickly as possible. These items are not eligible for replacement in the event that they warm or melt during shipping. Refund requests will be reviewed on a case-by-case basis.
Chargeback & dispute
If you file a chargeback with the bank, any cost incurred to our company will be invoiced to you. An immediate payment of the past due amount(s) is required to avoid your account being reported as past due to the credit reporting agencies. This could have significant negative impacts on your overall credit.
What is Wellness VIP Protection+?
We’ve partnered with Onward to provide our customers with carbon neutral shipping protection and our 90-day satisfaction guarantee on your purchase. When you add Onward to your order, you’ll be protected against lost, stolen or damaged packages. You’ll also have 90 days after your purchase to file claims for any product-related issues. This insurance will not cover orders with the wrong shipping address being entered by the customer.
How does Wellness VIP Protection+/Onward work?
Onward is an on-demand concierge service that covers our customers in the event they have shipping issues or are dissatisfied with their first purchase. If you add Onward to your order, you’ll be able to file a claim with just a few clicks and have the option of receiving a refund or a reorder based on the type of claim. Your claim will be reviewed for approval within 24 business hours.
How do I file a claim with Onward for Wellness VIP Protection+?
You can quickly file a claim through the email that Onward sends you after you place your order, or you can file here.
How much time do I have to file a claim with Onward?
It depends based on the type of claim:
- For product quality issues, the time to file a claim will be shown while you’re checking out
- Damaged items need to filed no later than 15 days after delivery
- Lost items need to be filed within 30 days from the last carrier update.
- Items you are dissatisfied with due to performance have up to 90 days to be filed.